This document is not yet in force. Cluebase is not incorporated at the time of writing, so the legal entity, registered address and governing law are marked below as pending rather than stated. Everything else describes how the service actually operates today. This notice is removed when those three values are filled in.
1. Acceptance
By creating an account, installing our SDK, or otherwise using Cluebase (the “Service”), you agree to be bound by these Terms, our Privacy Policy, and our Acceptable Use Policy, each incorporated by reference. If you are accepting on behalf of a company, you confirm you have the authority to bind that company, and “you” in these Terms means that company.
If you do not agree, do not use the Service.
2. The service
Cluebase is error-recovery software. It captures failures in your application, opens a conversation with the affected user through an embedded widget, and surfaces the resulting incident to your team through a dashboard and the notification channels you connect.
We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service for your own internal business purposes, in accordance with your subscription plan and these Terms. Nothing here transfers ownership of the Service to you.
We may add, change or remove features. Where a change materially reduces functionality you rely on, we will give reasonable notice.
3. Accounts
3.1 Registration
You must provide accurate information when creating an account and keep it up to date. You are responsible for everything that happens under your account.
3.2 Credentials
You are responsible for keeping your API keys, incident tokens and login credentials confidential. Notify us immediately if you believe one has been exposed; we will help you rotate it, but we are not liable for activity that occurs before you tell us.
3.3 Seats and eligibility
Your plan sets the number of team seats, projects and integrations available to you. You must be at least 18 to hold an account.
4. Your data, our processing
Where the Service processes data captured from your application or given to the agent by your users, you are the data controller and we are the data processor, as described in section 1.2 of the Privacy Policy. You are responsible for:
- having a lawful basis to collect and send us any data you route through the Service, including error traces and anything your users type into the widget
- your own privacy policy accurately describing your use of an error-recovery agent to anyone whose data reaches it
- not sending us data you are not permitted to share, including special category data you have not obtained a lawful basis to process
We process that data only to provide the Service, under the terms of the Privacy Policy, which forms part of this agreement.
5. Fees and billing
5.1 Plans
The Service is offered on the plans described on our pricing page, including a free tier. Paid plans are billed in advance on a recurring basis for the interval you select.
5.2 Usage limits
Each plan has limits on conversations, projects, seats, integrations and data retention. Exceeding a usage limit may restrict further use of the affected feature until your next billing cycle or until you upgrade; it will not delete data already captured.
5.3 Changes and cancellation
You can upgrade, downgrade or cancel at any time from your dashboard. A downgrade or cancellation takes effect at the end of the current billing period; we do not provide partial refunds for the remainder of a period.
5.4 Price changes
We may change our prices. For an existing subscription, a price change takes effect no sooner than your next renewal, and we will notify you before it applies.
5.5 Payment processing
Payments are handled by a third-party payment processor. We do not store your full card number. The processor in use at any given time will be named in our subprocessor register once billing is live.
6. Acceptable use
Your use of the Service is subject to our Acceptable Use Policy, which covers what you may deploy the agent on, what data you may not send us, and what happens if you violate it. It is incorporated into these Terms by reference, and a violation of it is a violation of this agreement.
7. Intellectual property
7.1 Ours
The Service, including its software, design, agent prompts and documentation, is owned by us or our licensors and is protected by intellectual property law. These Terms grant you a licence to use it, not any ownership interest in it.
You may not reverse engineer, decompile, copy, or create derivative works of the Service, except to the extent a restriction like this is unenforceable under applicable law.
7.2 Yours
You retain ownership of your application, your error data, and any content your users submit through the widget. You grant us a licence to process that data solely to provide the Service to you.
7.3 Feedback
If you send us suggestions or feedback about the Service, we may use it without obligation to you.
8. The AI agent
The recovery agent your users talk to is a large language model. It is built and instructed not to invent facts it does not have: it will not claim to know why an error happened, that a problem is fixed, that data was saved or lost, or that a payment went through, unless that is actually knowable from what it was given. It has no access to your application, database or systems, and cannot take any action on your behalf beyond the conversation itself.
Even so, it is a model, not a certainty. Its output is a support conversation, and you are responsible for reviewing incidents it produces before acting on them commercially, legally, or in any way that depends on the accuracy of what it said. We are not liable for a decision made solely on the agent’s output without that review.
9. Disclaimer of warranty
The Service is provided “as is” and “as available”, without warranty of any kind, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that it will catch every failure in your application or recover every affected user.
10. Limitation of liability
To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, including lost profits or lost data, arising out of these Terms or the Service, even if advised of the possibility.
Our total liability arising out of these Terms or the Service is limited to the amount you paid us in the 12 months before the claim arose, or 100 US dollars if you are on the free plan. Nothing in this section limits liability that cannot be limited by law, including for our gross negligence, wilful misconduct, or death or personal injury we cause.
11. Indemnity
You will defend and indemnify us against claims arising from your application, your use of the Service in violation of these Terms or the Acceptable Use Policy, or data you sent us without the right to do so. We will defend and indemnify you against claims that the Service, used as intended and in accordance with these Terms, infringes a third party’s intellectual property rights.
12. Termination
12.1 By you
You may stop using the Service and cancel your account at any time from your dashboard.
12.2 By us
We may suspend or terminate your account if you materially breach these Terms, the Acceptable Use Policy, or applicable law, or if required by a legal or regulatory obligation. Where the breach is capable of being fixed and is not a safety or legal matter, we will give you notice and a reasonable opportunity to fix it first.
12.3 Effect
On termination your licence to use the Service ends. Your data is retained and deleted according to the Privacy Policy’s retention schedule, and you may request an export before deletion. Sections of these Terms that by their nature should survive termination (including sections 7, 9, 10 and 11) do.
13. Governing law and disputes
These Terms are governed by Jurisdiction to be confirmed on incorporation. Before either party files a claim, we will each attempt in good faith to resolve the dispute informally by contacting the other in writing.
14. General
- Entire agreement. These Terms, the Privacy Policy and the Acceptable Use Policy are the whole agreement between us on this subject and replace any earlier understanding.
- Changes. We may update these Terms as the Service changes. For a material change we will give reasonable notice before it takes effect; continued use after that constitutes acceptance.
- Assignment. You may not assign these Terms without our consent. We may assign them as part of a merger, acquisition or sale of assets.
- Severability. If a provision is found unenforceable, the rest of these Terms remain in effect.
- No waiver. Failing to enforce a provision is not a waiver of it.
15. Contact
Questions about these Terms go to hello@cluebase.dev.